Frequently Asked Questions

About Us

Why should I buy my red meat from Silver Fern Farms?

Silver Fern Farms is supplied by approximately 16,000 family farmers across New Zealand — and each one of those farmers knows that raising flavorful, high-quality red meat requires more than just expertise and hard work. It requires care, passion, and respect, and those values play a role in every part of our business.

Our goal is to provide you with exceptional red meat, but we make it a priority to do so responsibly. That’s why we follow the principles of the five freedoms for animal welfare and implement initiatives to minimize our environmental impact. It’s why we’re a founding member — and the only red meat company — to join New Zealand’s Climate Leaders Coalition. When you buy from Silver Fern Farms, you’re not just buying delicious red meat — you’re buying into the humane treatment of livestock, sustainability, and a community of independent farmers.

What makes Silver Fern Farms’ grass-fed meat different?

Our ability to grow nutritious grass year-round means our farmers can raise animals with a light touch, allowing them to lead as close to a natural life as possible. The result is lean, tender red meat with a cleaner and more complex flavor than grain-fed meat. 

How does grass-based farming work in New Zealand?

Most of the land used for livestock in New Zealand is unsuitable for crops, making pastoral farming a highly sustainable alternative. Our grass-based system optimizes natural resources and uses low-intensity farming practices to minimize environmental impact. Using a natural abundance of rainwater to grow grass, farmers optimize livestock to match the natural grass growth curve. 

Are the animals given any growth hormones/HGP (hormone growth promotants)?

None of our animals are ever given growth hormones or promotants.

Orders

Can I change an existing order?

Orders are unable to be modified once it has been processed for shipping, however please reach out to our customer support team as soon as possible and we will do our best to help you.

I've got a promo code. Where do I enter it?

Promos codes are entered and calculated at check-out.

Where do you deliver?

We deliver nationwide across the continental United States, but unfortunately we are currently unable to ship to Alaska or Hawaii.

What do I do if I receive a faulty item in my order?

Please contact our Customer Services team as soon as possible. We will need you to provide your order details, when your product arrived to you as well as a clear description of what is faulty with your product.

What do I do if I receive faulty product in my order?

Please contact our Customer Services team as soon as possible. We will need you to provide your order details, when your product arrived to you as well as a clear description of what is faulty with your product.

How can I tell if my meat arrived in good condition?

Your meat should still be frozen when it arrives to you. Please take it from the packaging and put in your freezer as soon as possible. If your order is still partially frozen or very cold to the touch like you’ve just taken it out of the fridge it is safe to re-freeze, although there may be a loss of quality due to the moisture lost through thawing. 

Delivery

Am I able to track my order?

Absolutely. You will receive a tracking number from FedEx after the order ships which will display the estimated delivery date and allow you to monitor delivery progress. You can also access this information under ‘My Account’.

How long will my order to take to arrive?

It may take up to a week for your order to arrive. We ship Monday through Wednesday every week, so packages typically arrive Tuesday through Friday. If you have not received your order 3 days after your shipping confirmation, please contact our customer service team.

What is the cost of delivery?

We offer a flat rate of $19 with free shipping available for purchases of $199+.

Do I need to be home when my shipment arrives?

No, we pack the shipment with enough dry ice to facilitate three full days of frozen temperatures so the product should be nice and cold by the time you get home to move it to the freezer or refrigerator.

I have received the wrong products in my box – what should I do?

If your order arrives with the wrong products please get in touch with our customer service team as soon as possible. Please ensure to include your email address, order number and what you received and one of our friendly team will be in touch to remedy this for you.

My box arrived damaged-- what should I do?

If your order arrives damaged please take a photo of the damage and send to our customer service team. Please ensure to include your email address, the order number and the item/s missing or damaged from your box and one of our friendly team will be in touch to remedy this for you.

Returns

Do you accept returns?

Because of the nature of our product we do not offer returns. If you are unhappy with your order please contact our customer service team at SupportUSA@silverfernfarms.com or contact us via our live chat.

Product

Can I refreeze products after they have been thawed?

If your order is still partially frozen or very cold to the touch like you’ve just taken it out of the fridge it is safe to re-freeze, although there may be a loss of quality due to the moisture lost through thawing. 

How long does the product keep for once defrosted?

If the meat is still in its vacuum sealed packaging, it will have a refrigerated shelf life of 25 days, however just like any other fresh meat once the sealed packaging has been opened you should consume as soon as possible.

Is your beef, lamb and venison Halal?

All of our beef and lamb products are halal certified. Our venison is not halal certified. 

Why does my meat sometimes have an odd scent once opened?

When opening your vacuum-packed Silver Fern Farms meat, you may notice a slightly sour, milky or nutty odorThis odor is the result of the natural maturation within our unique thermoform packaging as the meat ages. It is perfectly normal and should dissipate within a few minutes.